Cisco Cisco E-Mail Manager Unity Integration Option Leaflet
3-4
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Designing for High Availability
If designed correctly for high availability and redundancy, a Unified CCE system can lose half of its core
component systems or servers and still be operational. With this type of design, no matter what happens
in the Unified CCE system, calls can still be handled in one of the following ways:
component systems or servers and still be operational. With this type of design, no matter what happens
in the Unified CCE system, calls can still be handled in one of the following ways:
•
Routed and answered by an available Unified CCE agent using an IP phone or desktop softphone
•
Sent to an available Unified IP IVR or Unified CVP port or session
•
Answered by the Cisco Unified Communications Manager AutoAttendant or Hunt Group
•
Prompted by a Unified IP IVR or Unified CVP announcement that the call center is currently
experiencing technical difficulties, and to call back later
experiencing technical difficulties, and to call back later
•
Rerouted to another site with available agents or resources to handle the call
The components in
can be rearranged to form two connected Unified CCE sites, as illustrated
in
Figure 3-2
Unified CCE Single-Site Redundancy
ICM A
TDM
access
IP IVR 1
VRU
PG A
143941
Agent 1
PC
Agent 2
PC
Subscriber 1
Subscriber 2
MDF
switch 1
IP IVR 2
VRU
PG B
ICM B
Private Network
Private Network
Private Network
Call control, CTI data,
IP messaging
TDM voice lines
Ethernet lines
IP messaging
TDM voice lines
Ethernet lines
Publisher
Unified CCE site side B
Unified CCE site side A
IDF
switch 1
IDF
switch 2
Voice
gateway 1
Voice
gateway 2
T1 lines
MDF
switch 2
switch 2
T1 lines
Public
network
V
IP
M
V
IP
M
M
WedView
Reporting Client
WedView
Reporting Client
Agent
PG A
CM CTI OS
Agent
PG B
CM CTI OS
PG B
CM CTI OS